Motify legal

Refund Policy

Clear guidance for refund requests, plan purchases, and billing support.

Effective and last updated: October 15, 2026

This policy applies to Motify plans and credit packs purchased with Bakong KHQR. It should be read with our Terms & Conditions and any mandatory consumer rights that apply where you live.

1. Request window

You may request a refund within 14 calendar days of your initial plan or credit-pack purchase. Requests are reviewed based on usage, the reason for the request, and applicable law.

A request within this window does not automatically guarantee a refund where the service has been substantially used, except when mandatory law gives you a right to one. COPPSARY reviews requests and coordinates approved refunds with the relevant payment provider where possible.

2. When a refund may be approved

We generally support reasonable refund requests involving:

  • a duplicate charge or an incorrect amount;
  • an unauthorized transaction, subject to verification;
  • a persistent technical failure that prevents access to a purchased service and cannot be resolved within a reasonable time; or
  • a right to refund or withdraw that applies under consumer law.

3. Requests that may be declined

Unless required by law, a refund may be declined when:

  • the request is made after the 14-day initial purchase window;
  • the purchased credits, generations, or exports have been substantially used;
  • you changed your mind after receiving and using the service;
  • the issue results from unsupported hardware, software, or third-party services outside Motify’s control;
  • your access was limited for fraud, abuse, or a material breach of our Terms; or
  • the payment was authorized and the purchased plan or credits were delivered as described.

4. Plan expiry and renewal

Bakong KHQR purchases are one-time payments and do not renew automatically. A plan stays active through its stated end date, after which you can choose whether to buy another period. Unused time is not normally refundable. Monthly plan switches do not carry remaining time forward, and a prepaid yearly plan cannot change plan or interval before its current year ends. This does not limit any mandatory right that applies to you.

5. How to request a refund

  1. Email billing@motify.video from the address associated with your Motify account.
  2. Include the workspace, purchase date, amount, currency, and Motify bill number if available.
  3. Briefly explain the issue. Never send a banking password, PIN, one-time code, or complete card details.

We may ask for additional transaction information needed to locate and verify the payment before deciding the request.

6. Processing time

Approved refunds are returned through the available payment channel where possible. Processing time depends on Bakong, the participating banks, and the financial institution. Eligible statutory withdrawals are handled within the time required by applicable law.

7. Chargebacks

Please contact our billing team before starting a payment dispute so we have an opportunity to resolve the issue. Fraudulent or abusive refund or chargeback activity may result in account restriction, without limiting your lawful rights.

8. Policy changes and contact

We may update this policy for future purchases. The version in effect at the time of your transaction will be considered alongside applicable payment-provider terms and law. For billing questions, email billing@motify.video.